Complaints

This profile includes complaints for Rent the Runway, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rent the Runway, Inc. has 4 locations, listed below.

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• 

  Rent the Runway, Inc.

  345 Hudson St Fl 6 New York, NY 10014-7118

• 

  Rent The Runway, Inc.

  710 N Wabash Ave Chicago, IL 60611-2512

• 

  Rent the Runway, Inc.

  30 West 15th Street New York, NY 10011-6816

• 

  Rent the Runway

  3336 M Street NW Washington, DC 20007

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rent the runway made 3 unauthorized charges to my credit card after a subscription cancelation. August 25th -$120 August 26th -$120 August 29 - $420 The concern of the unauthorized charge was brought to their ******************* attention on august 25th when I noticed the first charge. I sent picture proof that items were already returned and that I did not authorize any charges. They subsequently charged me 2 more times even after knowing I no longer had possession of any of their items. I even used the shipping company recommended on their packaging. Not once did I get a notice about potential charges or a bill for any charges. Their resolution was to partially credit my Rent The Runway account, which I do not accept as my bank account never should have been charged in the first place.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my account in April of 2022. Due to the deceptive business practices, my account was resumed and i was charged for three additional months with absolutely NO ALERT. no email was sent to me to give me an idea that this was happening. The company thrives on people not realizing that their website doesn't actually allow you to cancel, just "pause". I was charged hundreds and hundreds for a service i did not use. And when i kindly asked for a refund, they said NO. very disturbed by this company and how unethical it is.

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Rent the Runway (RTR) subscriber for nearly a year, and I called at the end of July 2022 to cancel my subscription for financial reasons. RTR cancelled my subscription and I sent the items in my possession back to RTR. Two weeks later, I had a total of more than $1,100 charged to my card on file. I contacted RTR, and I was told they did not receive the items so they charged me late fees and cost of the items. I went to my local post office, and found the items, I sent them back to RTR, and this time got a receipt for the items. The items were delivered on August 17, 2022. When I contacted RTR on August 18, I was told they did not receive the items. I then provided proof of delivery and asked for the $1,100 to be returned to my card. The response later in the day on August 19 was that RTR has the items in their possession, they will charge me late fees, but they will provide me with a $975 MERCHANDISE CREDIT good for further rentals or purchase of clearance items. I do not want any further rental services with them, as I had cancelled my rental subscription for financial reasons, and I do not want to purchase their clearance items with $975 that they took from my bank account when their items were returned. I want to be made whole by having my money returned to me. I am willing to pay the late fees, but I am not willing to allow them to take a large sum of money from me and offer continued services or merchandise in exchange. Further, there is no one at RTR with whom I can speak and come to a resolution. **************** has no contact with billing, and this issue has been transferred to billing. The only avenue open to resolve this matter is through email.

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress for purchase in a size small. When the dress arrived I tried it on and immediately knew that it was not a small but an extra small by anyones standards. Everything in my closet is a small and occasionally I wear an extra small so I know the difference. I could not get this dress over my head it was so small. There was no tag inside the dress to indicate the size although there were other tags so clearly the size tag had been removed. I contacted RTR with my problem and even offered to send it back at my expense if they would send me the small dress that I ordered. They were still advertising size small on the website. They refused stating a 7 day return policy of which had passed. I then found the hanger that the dress was on and saw there were multiple stickers attached to the top of the hanger. The top one said S but when I peeled it off the bottom sticker said **. I believe they were purposefully trying to pass the ** dress off as a small just to get rid of it. There are very few grown women that could fit into this ** dress. It's about the size of a 12 in girls.

  Customer Answer

  Date: 09/06/2022

  At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They refused to offer me a refund or an exchange for the correct size. I spoke to several customer service agents via email and they all gave me the same response. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was doing a trial for their clothing subscription. The second shipment was placed on 06/29. The tracking said it would be delivered by Pandion (a local partner) on 7/1, then tracking said 7/5 and then 7/8 and had not moved for several days. I first asked about it on 7/5 then followed up on 7/6 - they replied and said it looks like the package has been lost. Since the events I needed the outfits for have passed, I asked for either a refund or extension so I could actually wear the clothes I paid for. They refused to refund half of the month ($50) and would not let me extend my month (so I could get a new shipment and wear it before my month ended). I ended up getting the items around a week after this exchange (2 weeks after I ordered the items) and returned them the next day as I had already canceled and it was past my original rental date. The only thing they offered was $20 off a future rental. I want half of the month refunded since the items were not delivered within a reasonable time, I was told they were lost, and never got to use half of the subscription that I had to pay in advance for.

  Business Response

  Date: 08/10/2022

  Customer refunded and emailed

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using RTR for 3 years and have enjoyed the service. Recently, I have been putting my account on hold for two months at a time. I went it and put my account on hold but saw a charge a week later. I reached out to RTR and they refused a refund, saying that they do not issue refunds for past ********. The amount of the charge was $156.78. I did not rent anything in that month because I was not using the service. They have refused to ***** me a courtesy refund several times without any reasoning, despite the fact that I did not use the service. Please help me get my money back. My account is associated with the email ***************************

  Business Response

  Date: 08/10/2022

  Hello ********,
  
  
  While your charge was legitimate and the refund request falls outside of our normal policies for a refund, I am issuing a one time courtesy of $156.78 to your card on file and documenting the transaction with the Better Business Bureau. Please allow 3-5 days for this to post onto your account.
  
  
  I hope you have a great rest of your week!
  
  
  Best,
  *****

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a subscription at the end of April so that I could rent a few dresses for a work event I was attending. I paid $106.97 for the subscription and then found out those dresses were not available as a part of the unlimited rental and would not get to me on time, so I had to do a 4-day rental for the 2 dresses (and comp backup size) for an additional $118.32. I did not think anything of it at the time because I needed the dresses quickly and was fine with the $118. I then tried to use the subscription the rest of the month and every day I checked, none of the items I was remotely interested in were available. I was fine $100 wasted, then got a notification that I was charged for the next month. So I tried again to find items I might be interested in renting. Each time I looked, nothing was available! Mind you, they don't advise ahead of time that the items you see *** only be available once a month or even less based on availability! I was charged a third month despite canceling, and this time it was not at the deal price, but the full $155.59. I contacted their service department and was advised that I canceled "after the billing date" and they would make a "courtesy" to give a merchandise credit of the $155.59 that I will never use! They stressed that this is not something they would need to do and could not help me any further. I paid $487.85 for rentals I never got and was tricked into a short-term rental on top of the membership, just so I could get the dresses for the event! "Feel free to chat us any time if you need help. We're here for you!" BS

  Business Response

  Date: 08/10/2022

  Customer refunded and emailed.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/21/22- rent the runway reactivated my account without notifying me. I immediately contacted customer service (within minutes of account activation) to request they cancel my account and was told I would be charged for the whole month. This would not be an issue if RENT THE RUNWAY allowed users to cancel their accounts individually. Instead, rent the runway employs a predatory practice of only allowing users to pause their account for one month, automatically reinstating the account without warning to the users monetary detriment

  Business Response

  Date: 07/27/2022

  Customer was refunded prior to this complaint being issued (please see our screenshot provided). The customer took a screenshot of the very beginning of the chat, but this was resolved within the same interaction.

  Additionally, customers are in fact able to cancel their membership within their membership settings: ****************************************************************************

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a membership for rentals. Upon becoming a member, I realized the items I wanted to rent were not available for members within the subscription. Therefore, on 5/7/22 I went into the app and clicked the button to cancel. I had looked back in the app to make sure I did not have an active account, and did not. On 7/11/22 I noticed a pending charge on my credit card. When I looked into it, I realized I had been charged for both June and July, approximately $250 each month, as the trial had ended. I called customer service who said they would get me a manager within ***** hours. She said prior to the last month you actually couldnt cancel using the button in the app. It had to be via email. I told her that I clicked whatever popped up after the cancel button from the app. I did not take screenshots because I assumed it would cancel. I received an email later that day that they would refund June. I replied to the email same day stating I would still like to speak to a manager. On 7/12/22 I received a reply that they would contact me shortly and thanks for my patience. On 7/15/22 I responded via email stating I still had not heard back and the ***** hrs had passed. On 7/18/22 I had not received a response to my email so I called again. She apologized and said a manager would contact me that day. I asked when the close of business was and she stated 8 PM EST. On 7/19/22 I called back as I have not heard from a manager. They told me they made a mistake and did not actually submit the manager request on 7/11/22. They re-submitted 7/18/22, so it would be another 24 hours. It is deceptive to have a cancel button in your app that does not actually cancel your subscription. She says it has been changed and now does cancel, but they should refund customers who had thought they had canceled prior to the feature being fixed. I did not use the service for those two months (as I was unaware I had it). Customer service will not have a manager return calls.

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************